Luminary · 16 hours ago
Senior Client Service Manager (Remote)
United States
Full-time
Remote
Senior Level
5+ years expLuminary is a fast-growing ultra-luxury travel planning company that caters to discerning travelers worldwide. They are seeking a Senior Client Service Manager to manage relationships with high-touch clientele, focusing on client relations and travel planning.
Hospitality
Responsibilities
Directly manage client relationships and regularly interact with clients to ensure their needs are met, in an effort to drive results for a first-class service
Discuss and guide clients through the Trip Planning process and give guidance on recommendations
Plan and create customized Client Itineraries with collaborative team involvement from start to finish
Monitor and resolve any/all client issues that may arise with general client relationship and their trips
Catalog and manage relevant client + trip information in our Salesforce CRM to ensure data accuracy
Lead Trip Project Management for all client trips within your Pod and efficiently delegate trip planning tasks to junior pod members
Collaborate directly with the Director of Client Experience to finalize Client Itineraries prior to trip departures
Lead daily mandatory Pod Stand Up and mandatory weekly Pod meetings to ensure that all trip details are planned/booked accurately per the clients requests and that tasks are completed in a timely manner
Directly mentor and train a team of 1 to 3 pod members within your Operating Pod to become more effective team members
Liaise with vendors (properties, operators, guides, and other suppliers) to execute Trip Planning
Manage the procurement of the vendor quoting process and final vendor invoice/cost approval
Verify accuracy of final vendor invoices for client trips and manage the approval process of vendor invoice payments through established operations protocols set with finance/accounting
Collaborate closely with the finance/accounting team to audit and confirm financial accuracy
Ensure all fees and payments are received from clients within established timelines
Monitor client feedback and lead regular trip post-mortem reviews within your pod
Occasionally attend meetings and conferences on behalf of Luminary
Qualification
Required
Bachelor's Degree or equivalent
Minimum 5 years of Customer Service/Sales experience with high-touch clientele in a Luxury Industry (preferably in Luxury Travel)
Exceptional organizational skills with an aptitude for multi-tasking
Strong ability to manage, distribute, and prioritize tasks
Extremely Customer-oriented
Competent with software tools and technology
Excellent verbal and written communication skills
Diligent attention to detail
Deep passion/excitement for world travel
Extremely strong time management skills
Self-motivated with a strong work ethic to service clients
Willing to go the “extra mile” to surprise and delight customers
Benefits
Access to Healthcare Benefits (US Employees only)
Medical
Dental
Vision Insurance
One-Medical On-Demand Primary Care
Teledoc Virtual Health
Talkspace Online Mental Health Therapy
Kindbody Discount for Gynecology and Family-building Care
Flexible Spending Account
Access to Slavic 401k Software (US employees only)
Annual Team Retreat
Special access to reduced rates at luxury hotels
1 annual company-sponsored familiarization trip or “FAM” trip to properties around the world
Company
Luminary
Luminary Travel creates bespoke, personalized travel experiences that reflect our clients' aspirations, desires, and values.
2-10 employees
Funding
Current Stage
Early StageLeadership Team
Eric Grayson
Founder and CEO
Jason Kringstein
Partner, Board Member
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